Commercial Excellence Services

Chemical companies serious about staying ahead of the competition have embarked on a journey to become more customer centric.

Overview

What is customer centricity? It means serving customers across the entire value chain with a clear understanding of the value exchange between buyer and seller. Commercial Excellence helps chemical companies on their journey to be more customer centric through a focus on:

Customer relationship management: Managing and growing the customer baseChemical companies have yet to reap the benefits from consistent process support in the area of customer relationship management (CRM). Companies that use CRM as an integrated marketing and sales management instrument will grow in tandem with their customers while capturing the maximum value from standard transactions.

Business rule management: Flawless execution and continuously refreshing the marketing mixImplementing a seamless lead-to-cash process is critical to avoid margin leakage. Policies around target and limit prices, order terms (such as MOQs, commercial T&Cs, and delivery schedules), packaging and technical service levels must get hard-wired into a business rule management (BRM) system that drives all transactions and minimizes exceptions. By doing so, BRM frees up valuable time for market development activities.

E-commerce: Channel discipline and electronic collaborationChemical companies should incorporate Web 2.0 technologies into their e-commerce activities. These technologies help companies provide innovative new ways to meet customer needs in a creative, interactive and secure platform.

Pricing: Price and value managementPrice and value management and sophisticated pricing systems and processes are a cornerstone of a customer-centric approach. By tracking feedstock prices, service and supply chain cost—as well as costs associated with customized deal terms—chemical companies can unlock significant value.